CONTROL CENTRE OPERATOR

Responsibilities

:

• Provides first-line direction to in-house security staff, as well as reinforces expectations to contracted security staff on a shift basis, including deployment, scheduling and participation in first-line discipline
• Monitors City-owned/operated facilities through various remote systems to ensure emergency alarms (access control systems, camera alarms, duress, intercom, elevator, wellness and intrusion burglary alarms) are acknowledged and acted upon within the designated time frame
• Ensures fire alarms are acknowledged and responded to promptly with follow up
• Answers and effectively handles all emergency and non-emergency calls to the Corporate Security telephone lines, as well as after-hours building maintenance issues through the Corporate Real Estate Management phone line (referred to as FRED Hotline)
• Prioritizes and dispatches the appropriate response personnel to City owned or operated facilities, including Corporate Security Alarm Response Personnel, Police, Emergency Medical Services, Fire Services, contracted guards, after hours maintenance, contractors and repair personnel
• Dispatches, monitors and provides real time information and guidance to mobile patrol Security Guards in vehicles on proactive patrols and alarm response through two-way and one-way intercoms and documents transmission using related software. Monitors multiple computer screens, phone lines, intercoms, alarms, cameras, etc. simultaneously
• Verifies authority and programs access cards and security systems as required, including but not limited to the removal/addition of access, running reports and completing data backups for various systems in accordance with policy and procedures. References access control systems to ensure identification
• Assists in developing Control Centre work plans, policies and procedures and ensures their maintenance, adherence and enforcement
• Ensures well versed in and adheres to the Security Control Centre policy and procedures, as well as general Corporate Security and site specific policies and procedures
• Makes appropriate emergency and routine notifications according to Corporate Security and site policy and procedures
• Completes daily logs, incident reports and dispatch logs, etc., inputting information into relevant systems for statistical and future reference and following up as required
• Monitors, maintains, tests and troubleshoots security systems and alarms and maintains testing logs and calendars
• Initiates, maintains and follows up on various service requests for security systems and liaise with the security system technicians and contractors when required
• Performs investigations, including running system reports and reviewing video surveillance, maintaining evidence and attending court to testify when required. Completes applicable forms and logs regarding information collected or viewed
• Provides verified and authorized after-hours access through security systems for City staff and external contractors
• Schedules staff as required to fill open shifts such as sick calls and unplanned security requests and appropriately handles unscheduled staff shortages
• Processes contract security guard requests and submits to the appropriate contract guard company ensuring that any deficiencies are captured through the online portal
• Ensures all equipment assigned to the Control Centre and Mobile staff is present and operational. Participates in emergency exercises
• Performs related duties as assigned by Corporate Security management staff
• Completes all courses assigned by Corporate Security management and the Supervisor and Senior Security Coordinator of the Security Control Centre and Mobile Services
• Liaise with Police agencies to download, copy and provide CCTV footage for investigations when required and completing logs for record keeping

Key Qualifications:

• Considerable experience with modern building security systems and their functions for large and small building complexes.
• Considerable experience providing a high level of customer service in a security related environment.
• Considerable experience working in a fast-paced security control/monitoring centre environment, including answering high volume phone inquiries, monitoring multiple security systems and dispatching staff.
• Experience in the use of security hardware, software, keying, and systems.
• Experience providing work direction and training to staff.
• Must possess and maintain a valid Security Guard License in accordance with the Private Security and Investigative Services Act, 2005 (PSISA).

You must also have:

• Post-secondary education in a discipline pertinent to the job function or the approved equivalent combination of education and security related experience is an asset.
• Ability to be certified and maintain Central Station Operator certification with The Monitoring Association (formerly The Central Station Alarm Association).
• Strong knowledge of C-CURE and Milestone is an asset.
• Strong knowledge of relevant policies and various related Acts, Codes, and legislation including the Criminal Code, the Trespass to Property Act, the Fire Code, the Occupational Health and Safety Act, the Human Rights Code, WHMIS, and City of Toronto By-Laws.
• Knowledge of relevant Security policies such as patrolling and emergency response, Private Security and Investigative Services Act.
• Ability to operate and maintain computerized security equipment.
• Ability to utilize a variety of software applications including Microsoft Office Suite, mainframe systems, divisional databases, etc.
• Highly developed interpersonal and customer service skills, including conflict prevention and de-escalation skills as well as situational awareness, assessing, prioritizing, problem-solving and decision-making to restore and recover from incidents and escalated situations.
• Ability to work within teams and groups of people with different backgrounds.
• Excellent verbal and written communication skills with the ability to respond to staff and public in a courteous and effective manner.
• Ability to prepare and maintain clear, concise, and legible reports, detailed records and correspondence using a computer and a variety of software applications in accordance with security procedures and recognized industry and court standards.
• Ability to develop, maintain, enforce and follow security standards, work plans, and policies and procedures.
• Ability to work with minimum supervision and to set priorities, plan and execute tasks, meet designated deadlines, often within time restraints and exercise discretion.
• Ability to define and carry out multiple priorities effectively and responding to changing circumstances in a high stress environment.
• Ability to work rotating shifts, weekends, and holidays, including 12 hour and 8 hour shifts.